Manager: Service Operations Security

3 months ago

Centurion, South Africa BCXP Full time

Business Unit, Department, Reporting Job grade/level M5 Business Unit Converged Communication Department Data Networks - Managed Network Security Services Position reports to Senior Manager: Security Network Operations Span of Control Core Description
Responsible for managing and controlling the resources required to deliver the contracted services to clients by being fully aware of the status of all services provided to the client, as well as to initiate interaction with the client for scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes. Provides management support services to ensure the effective operations in Data Networks Service Operations daily. Key Deliverables / Primary Functions
- Manage customer accounts by monitoring levels of customer satisfaction; ensure that corrective action is taken where necessary and proactively identify opportunities to maximise customer satisfaction through customer business insights and relationship building with key staff.
- Actively manage contracts for the supply of products and services to clients.
- Takes responsibility for a substantial part of operational service delivery, including handling exceptional events, quality and level of service and workload scheduling, according to documented service level agreements.
- Take responsibility for the provision of adequate, accurate and timely reports on actual service levels achieved compared with the targets set in SLAs, ensuring that significant failures to meet target are brought to the attention of superiors.
- Produce reliable cost, effort and risk estimates and project plans, and document these and the conclusions reached to provide the technical content of sales proposals.
- Demonstrate the technical feasibility of proposed solutions, especially where integration of diverse hardware and software is involved.
- Ensure that all requests from users for assistance are handled promptly and effectively; assist users to make effective use of the facilities available to them. Core Functional Skills & Knowledge

Business Leadership
People Leadership
Security Software
Service Management technology solutions and tools
Telecommunications Solutions
Resource Management Core Behavioural Competencies 1. Job Match 2. Developing and implementing account plan or strategy 3. Meeting customer expectations 4. People / Team Leadership 5. Decision Making 6. Communication and Impact Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology OR NQF 4: Grade 12 Additional Qualification preferred or advantage Experience
5 years’ experience
OR
Grade 12 & 7 years’ experience Certifications ITIL v3 Foundation Phase Applicable industry certification will be an advantage ITIL CISCO Fortinet NSE 4 or higher an advantage Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Vendors, Internal and External customers Special Requirements/ Employment Condition Valid Drivers license Ability to work extended /long hours as and when required Workplace/Physical Requirements Hybrid Remote Worker

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